Amazon delivery

BevGh

Hi, I bought an Xbox series X on Amazon. When they tried to delivery they spoke to my wife on our video doorbell and asked for a one time code. She had no clue and said so, he then asked for her phone number. When she arrived home the item wasn’t here, I contacted Amazon and was told “it can’t be marked as delivered” without the driver putting the code in. Therefor as far as they are concerned it’s delivered and they won’t refund or re ship a replacement. I asked them to check the drivers logs and see what number he put in to prove he wasn’t given the number but they refused and said “I am putting the phone down now as we have told you as far as we are concepts been delivered” I rang them 3 more times and they just refuse to discuss it, and won’t put me through to a manager. It was very expensive and I just don’t know where to go from here.

Cloth_of_Gold

Was your wife out and answered the doorbell remotely? What did she say when he asked her for the last digits of your phone number and what did the delivery driver reply? Might it have been left in a 'safe' place e.g. behind a bin, or with a neighbour?

mebu60

Did the Amazon delivery driver hand over the parcel to your wife?
Was the code the last n digits of your phone no?
What video evidence exactly do you have? What does it clearly and unambiguously show?

It's not entirely clear from your text what actually did or did not happen with both the delivery and the subsequent interaction with Amazon, there is quite a bit of ambiguity.

What payment method did you use? 

BevGh

Th video shows the driver speak to my wife remotely on the bell. He asked for the code, she says “can I have a clue” he says I don’t know the code I just have to put it in my log. He then says “Whats the last 4 digits of the phone number in the account”she gave hers, it is actually my number on the account so that wouldn’t match either. The number I was supposed to give was definitely not given and the parcel was not left. Amazon refuse to check the number the driver put in and refuse to investigate or acknowledge my video evidence. They are now refusing to discuss the matter with me at all 

HillStreetBlues

https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=GXHYX22CS752PLE3

Due to the value of some items, a one-time password (OTP) is required on delivery for some orders.

An OTP adds an extra layer of security to your packages.

If an OTP is required, we will send a six-digit, numeric OTP to your registered email address on the package delivery day.

You can also find the OTP by selecting Track Package beside the order in Your Orders.

Your OTP is valid until the end of the delivery day.

Read the OTP you have received to the driver, in person and not over phone or intercom.

Note:

• If you're not available to receive the package, you can share the OTP with someone you choose and they can receive the package for you in person. We don't recommend sharing the OTP with an unknown person. If no one can receive the package, we will re-attempt the delivery on the next working day.
• Drivers cannot leave packages unattended at the delivery address which require an OTP.
• Please don't share the OTP with the driver over the phone. If you are not available to take delivery, please ask the driver to re-attempt the delivery when you or someone you choose will be at the delivery address.
• If you are not the recipient of this package or have ordered the item as a gift for someone else, please forward the recipient this password and refer them to these guidelines.

You  complied with all  the rules.
Make a complaint to Amazon,  if that fails  if you paid via card either Chargeback or S75.
I believe Amazon has been know to suspend accounts that use a Chargebacks.

m-holland

The Amazon Delivery app allows the driver to select a dont know/forgot otp option. 

The app then falls back to the customers last two digits of their phone number to confirm delivery.

sheramber

 What did you expect to happen to the parcel since there was no one home to accept the package?

RefluentBeans

BevGh said:

Th video shows the driver speak to my wife remotely on the bell. He asked for the code, she says “can I have a clue” he says I don’t know the code I just have to put it in my log. He then says “Whats the last 4 digits of the phone number in the account”she gave hers, it is actually my number on the account so that wouldn’t match either. The number I was supposed to give was definitely not given and the parcel was not left. Amazon refuse to check the number the driver put in and refuse to investigate or acknowledge my video evidence. They are now refusing to discuss the matter with me at all 

I assume the doorbell has video capture? Did the parcel get taken away or left on your porch? Our doorbell detects movement - so if it was left at the door was there another person who came and pinched the package? 

Vectis

So, to be clear, you presumably have a video of the courier walking off with the parcel and clearly not leaving it?

From what you've said, they can't really argue with that fact.

I'm assuming you do have that on video, as you say you have video of your wife's discussion with the courier?

BevGh

the parcel was not left, my issue is nobody at Amazon will discuss this with me now or be willing to check the code the driver put in so I can prove I didn’t give him it. 

GrubbyGirl_2

I'm confused.  When the driver walked up to your house did he have the parcel in his hand?  You state he didn't leave the parcel so you must therefore have seen him walk off with it, is that correct?  Surely then if you have video proof he did not leave the parcel then this is a police matter?